Sprinklr supports integration with WhatsApp Flows through a pre-configured bidirectional connection with the WhatsApp Cloud API. To enable communication between WhatsApp Flows and Sprinklr, a data endpoint must be configured within the Flow JSON. This allows WhatsApp to exchange information with Sprinklr during flow execution.

Prerequisites

Before you begin, ensure the following requirements are met:

• The WhatsApp Flow is already created in Meta.

  • For steps, see Create and Design WhatsApp Flow.

• The Flow version is set to 7.3.

• The Sprinklr WhatsApp integration is configured.

• The Partner ID is available.

Understanding Data Exchange with Sprinklr

When a flow uses the data_exchange action:

1. User submits information within the flow.

2. WhatsApp sends the payload to the configured endpoint.

3. Sprinklr processes the request.

4. Sprinklr returns the required response.

5. WhatsApp loads the next screen using the returned data.

This enables dynamic and personalized experiences within the flow.

Configure the Data Endpoint

1. Navigate to WhatsApp Manager.

2. Open the required flow.

3. On the JSON Editor window, click Endpoint at the bottom.

4. Add the given Flow JSON by clicking Set up endpoint.

5. On the Set up endpoint window, define the Routing Model and click Continue.

Now, the screen will show that the Endpoint is set up.

6. Click Set endpoint URI. In the right pane, edit the endpoint URI by adding the partner ID.

Sample:

"data_channel_uri": "https://external.sprinklr.com/rest/whatsapp-business/data-exchange/PARTNER_ID"

7. Click Submit.

How the Integration Works

When a user reaches a screen configured with a data_exchange action:

1. WhatsApp sends the payload to the configured data_channel_uri.

2. Sprinklr receives and processes the request.

3. Sprinklr returns the required response data.

4. WhatsApp renders the next screen using the returned payload.

Supported Use Cases

• Dynamic product catalogs

• Customer verification

• Appointment booking

• Loyalty program lookups

• Coupon validation

• Personalized recommendations

• Backend system integrations

Validation Checklist

Before publishing the flow, verify that:

• Flow version is set to 7.3.

• data_channel_uri contains the correct Partner ID.

• All data exchange screens use valid payload mappings.

• The flow completes successfully using a terminal screen with a complete action.

Troubleshooting

If data exchange is not working:

• Verify that the Partner ID is correct.

• Confirm that the data endpoint has been added to the Flow JSON.

• Validate the JSON structure for syntax errors.

• Ensure the flow uses a supported data_exchange action configuration.

• Confirm that the Sprinklr WhatsApp integration is active and properly configured.